iTicket Assignment Guidelines

The assignment of iTickets go directly to the Help Desk Administrator with the expectation that 70-80% of the tickets will be successfully resolved by the Help Desk Administrator and Help Desk Techs. These would be the "Tier 1" incidents: this includes troubleshooting network physical layer issues (is the cable patched in and power is on), classroom and seminar room use, resolving username and password problems, uninstalling/reinstalling basic software applications, verification of proper hardware and software set up, printing and printer maintenance, and assistance with navigating around application menus. Generally, the Help Desk Administrator is Tier 1 Support for most issue categories, but there are exceptions.

Using the basic method of "5 W's: Who, What, Where, When, Why" to evaluate the iTicket and do basic troubleshooting most tickets can be closed quickly. If not they can be escalated to the appropriate "Tier 2" iTech staff as outlined below:

Tier 2 Support

Help Desk Techs:

Classroom and Seminar Room Setup & Use

Gavin Sonne:

Help Desk Administrator

Help Desk Administration
Printers
Email Reports
IT Equipment Checkout
Antivirus/Spyware/Adware
Classroom
Web Issues
Broken Link

Michael Radojevic:

Systems Analyst

Academic Technology
Audio/Video
Email & Email List Updates
Hardware
Network
WiFi
Ethernet
Servers & File Services
Software
User Account / Password
Password Reset
Google Calendar
Moodle Issue
Populi Issue
Page Error
Other

Rhett Frantz:

Systems & Network Administrator

Library
Islandora
New Website Request
License Servers
Website Change Request
Quickbooks
Phones
VPN
License Servers